Active Application of New Technologies Including AI... Samsung Life Improves Call Center

Introduction of AI, STT, TTS
Enhancing Speed and Accuracy for Increased Efficiency

Samsung Life Insurance is introducing a new call center system that combines digital technologies such as artificial intelligence (AI). The system records conversations in real time and allows quick identification of useful information with the help of AI, thereby enhancing consultation efficiency.

Samsung Life Insurance announced on the 10th that it will revamp its call center system in this way.

The new system incorporates speech recognition and synthesis (STT·TTS) and AI technologies. Counselors can check customers' requests based on the conversation content recorded in real time and quickly find useful information for consultations with AI assistance. Improved system speed has also reduced the time to retrieve data such as insurance contract details by more than twice compared to before.

Additionally, by introducing screen sharing and chat functions, the system overcomes the limitations of voice calls and increases customer accessibility to non-face-to-face consultations. The use of visual materials such as document submission and preparation guidance and explanation of notices enables customers and counselors to conduct consultations while viewing the same screen.

Meanwhile, in the second half of this year, a video call center sign language service for the hearing impaired will be launched. Samsung Life Insurance currently provides relay consultation services linked with the ‘Visible ARS’ and the Hand Talk Center for the hearing impaired.

Furthermore, video consultation booths will be installed at five large plazas with many visiting customers to provide remote consultation services and help reduce waiting times for consultations.

A Samsung Life Insurance official said, "We will continue to expand services that enhance customer convenience by utilizing digital technologies."

This content was produced with the assistance of AI translation services.